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Workforce Planning Manager in Norfolk, VA



$80K - $100K*


Plant & Facilities Management


Less than 5 years

Job Description

To optimize collections and cost efficiency of contact centers. Forecasts capacity and productivity of assigned contact center activities, and schedules headcount across multiple contact center sites to align talent and opportunity with optimal contact times. Works closely with contact center leadership and Data and Analysis to develop short-term and long-term staffing plans that accommodate new hire on-boarding, training, paid time off, modeled absence time, and other shrinkage. Identifies and teams with other functions to identify and minimize controllable shrinkage.

  • Formulates and maintains short- and long-term staffing plans by developing call volume forecasts and hiring plans for all contact center programs and locations; analyses and reports on staffing variances and partners with departments to resolve variances; adjusts departmental forecasts based on trend analysis
  • Identifies and recommends opportunities for efficiencies; Models "what-if" scenarios and co
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Valid through: 2020-4-9

About PRA Group

PRA Group, Inc. or PRA, is a publicly traded debt buyer based in Norfolk, Virginia. PRA was listed in the Federal Trade Commissions " Report on the Debt Buying Industry (dated January, 2013) as one of the largest debt buyers in the US. PRA was among the top five debt buyers in the FTC Report. PRA files with the Securities and Exchange Commission (SEC), and in PRAs 2015 Annual Report to the SEC, PRA stated that it had total revenues of $942 million for 2015, and $880 million for 2014. In the SEC filings, PRAs revenues for 2013 were $735 million. Hundreds of companies are debt buyers, but PRA Group is among the few that are publicly traded corporations. In 2014, the company was referred to as a "major player in the debt-collection industry". PRA was also listed as one of the largest debt buyer in Human Rights Watchs report " Rubber Stamp Justice", dated February, 2016; which questioned the collection practices of debt buyers. PRA Group began as Portfolio Recovery Associates, LLC in March 1996, starting with eight people in Virginia Beach, Virginia and start-up capital from Angelo, Gordon & Co.. By 2002, Angelo, Gordon & Co. held a 72% stake in the firm. The companys debt purchasing activities began a few months after the company was formed, in May 1996.
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* Ladders Estimates